Call Centre Quality Assurance Officer
- Vuvale Outsourcing, a BDE Group company
- Nabua, Fiji
- Jan 11, 2025
Job Description & Skills/Qualifications Required
Vuvale Outsourcing in Suva is seeking a Quality Assurance Officer to join our dynamic call centre and play a pivotal role in delivering excellent customer experiences.
As a Quality Assurance Officer, you will be responsible for monitoring, evaluating, and improving the quality of service provided by our team. Your insights will directly impact our commitment to excellence and customer satisfaction.
In Fiji, we operate a professional purpose fitted work environment in Nabua Suva, with local Human Resources management. You will be a part of the 50+ strong Vuvale team, but also part of an overall international team.
DETAILS:
Location: Suva, Fiji
Basis: Permanent Full-time
Roster: Monday to Friday - approx. 9am – 6pm
Key Responsibilities
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- Conduct regular audits of call recordings to assess adherence to quality standards.
- Provide detailed feedback to agents and team leaders to drive performance improvements.
- Develop and update quality assurance guidelines and scoring criteria.
- Collaborate with trainers to address skill gaps and align training programs with quality requirements.
- Analyse data to identify and recommend actionable solutions to enhance service delivery.
- Prepare and present reports on quality performance metrics.
Requirements
Experience
Minimum 2 years’ experience in a Quality Assurance role, preferably within a call centre environment.
Skills
· Strong analytical skills and attention to detail.
· Excellent communication and interpersonal abilities.
· Ability to work collaboratively in a fast-paced setting.
Benefits:
- Competitive salary
- Collaborative and supportive work environment.
- Health benefits.
Interviews commence immediately.
Apply now by clicking APPLY NOW or visiting https://bde.zohorecruit.com.au/jobs/Careers
Job Functions
Industry
Job open to:
Vuvale Outsourcing provides consulting and outsourced services to businesses in the areas of technology, software development, workflow automation, customer service, finance assessment, debt recovery and accounting. The company is led by an Australian based Executive Team, supported by a talented international workforce based in Australia, Fiji, the Philippines, Sri Lanka, and the United Kingdom.
“At Vuvale Outsourcing, we are redefining what it is to Outsource and Offshore.
We strive to maintain an environment where outsourcing is not a compromise to having a local in-house team - where your offshore team is reliable, succeeding and tightly integrated into your local team and systems.”
In Fiji, Vuvale provide a professional work environment, all required equipment, local H.R. / payroll management and employee transport logistics. Vuvale’s clients benefit from our offshore experience, technology innovation, as well as the stability and local relationships gained during our involvement with successful Fiji operations for over 15 years.
The Vuvale team brings excellence to everything we touch, relying on our team’s dedication, years of diverse experience and exceptional culture. Through our network of expert partners across the globe, Vuvale have access to the facilities, equipment and human talent needed to support our clients with a smooth transition to their overseas remote office.
Vuvale Outsourcing is a subsidiary of BDE Group. BDE Group is based in Brisbane, with clients throughout Australia.